Genesys Cloud FedRAMP Region – February 28, 2024
Important: Feature deployment schedule
For the week of February 28, 2024, features will begin to deploy on Wednesday, with full deployment across all regions expected to be completed by the end of the day Friday.
On March 4, 2024, Genesys will adjust the regional deployment schedule for the release of new features. Features will begin to deploy on Monday, with full deployment across all regions expected to conclude by the end of day Wednesday.
Release notes and Resource Center documentation updates will publish on Mondays at 9:00 AM EST. In the event of deployment issues, the release notes will include updates about regional deployment status at 9:00 AM EST on Tuesday, Wednesday, and Thursday.
For the week of February 28, 2024, features will begin to deploy on Wednesday, with full deployment across all regions expected to be completed by the end of the day Friday.
On March 4, 2024, Genesys will adjust the regional deployment schedule for the release of new features. Features will begin to deploy on Monday, with full deployment across all regions expected to conclude by the end of day Wednesday.
Release notes and Resource Center documentation updates will publish on Mondays at 9:00 AM EST. In the event of deployment issues, the release notes will include updates about regional deployment status at 9:00 AM EST on Tuesday, Wednesday, and Thursday.
Sentiment analysis support for Cantonese, Mandarin, and Taiwanese languages
Sentiment analysis support is now available for Chinese Cantonese (zh-HK), Chinese Mandarin (zh-CN), and Chinese Taiwan (zh-TW).
Improved native voice transcription accuracy for German
Genesys Cloud improved native voice transcription accuracy for German (de-DE).
Predictive engagement new and replaced operators
Genesys Cloud replaced the operators 'like' and 'not like' with 'contains any' and 'does not contain all' respectively. Also, administrators can use two new operators, 'contains all' and 'does not contain any', when they define conditions for segments, outcomes, and action maps.
Increased number of outcomes limit
Administrators can now create up to 100 outcomes per organization and can enable scoring on up to 10 outcomes.
ACD conferences
Agents can now add people to a conference call while they are on an ACD voice interaction in the desktop agent UI. ACD conferencing allows agents to click the new conference icon and choose a participant, for example, another user, queue, or external number, to help their customers. The participant accepts an invitation and joins the conference. Agents can also transform a consult transfer into a conference and bring together all three participants. While in a conference, agents can continue to add up to a total of 20 concurrent participants.
Knowledge articles in Messenger
Administrators can now enable knowledge articles in a Messenger configuration and link an existing knowledge base to that configuration. Customers can then search and browse knowledge articles in the Messenger Homescreen.
Introducing homescreen configuration for Messenger
Administrators can now enable the Homescreen for Messenger configurations. Homescreen allows advanced Messenger branding and configuration, including logos, headings, and knowledge articles that appears to the customers.
Specify queue in scheduled callbacks
Agents can now specify a queue when they schedule a callback. Before agents can use this feature, administrators must enable it for them in Organization Settings.
Note:
- Genesys Cloud enables features for release beginning Wednesday and by end of day Friday, per region. If you do not see a feature enabled for your organization by the following business day, check the required subscriptions and permissions provided in the Release Notes and related documentation. If you confirm the subscription and permissions and still experience issues, contact Customer Care.
- Some features may require an integration add-on.
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